SAP CRM -> How it increases Agent's Productivity
Updated July 25, 2019
SAP CRM -> How it increases Agent's Productivity
Score 6 out of 10
Vetted Review
Verified User
Software Version
SAP CRM (legacy editions)
Overall Satisfaction with SAP Sales Cloud
SAP CRM need to develop in Cloud....
- I have used SAP CRM for many projects including marketing campaigns, equipment leasing, customer service (Interaction Center). Sales service marketing, e-commerrce, Interaction Center (call center), CRM mobile solution.
- The Interaction Center is particularly powerful in providing a 360 degree view of the customer with a few clicks to call center agents with which customer service, customer retention and productivity increases.
- With SAP CRM you can integrate with new products like SAP Syclo for mobility integration. One example of how we use this is the is using the audit manager to track how equipment is moving from one customer site to another. This way service engineers know where the equipment is. When a repair on equipment needs to be made, a service order is sent to mobile device, the engineer services the equipments and sends notification back over his mobile that the work has been completed. This is then integrated directly into the CRM back-end.
- SAP CRM Mobility is not successful so it is important to improve on this. Things have gotten much better since SAP acquitted Cyclo which works very well. We would like to see Cyclo expanded beyond sales management and inventory management to handle some of the other capabilities that the SAP CRM Mobility offered. However, Cyclo has brought incredible progress in this area.
- Better customer service: Interaction Center offers a 360 view of a customer. Previously, agents had to go to multiple places to get data. For example, customer data, invoices, delivery information were all located in different places With the new web UI from version 5.2 onwards, all this data is under the account overview so when a customer calls everything is in one place which greatly improves productivity. Call Interaction Records, shows all previous interactions with the customer from previous agents.
- Great Marketing capabilities: Post service surveys, email marketing campaigns to different customer segments. This is all very easy to do and very fast.